If you’re looking to grow your business, you need to constantly be searching for ways to better engage with customers. People’s customer service expectations are constantly on the rise, with 96% of customers saying that customer service plays a large role in their choice of loyalty to a brand.
One of the best ways to improve your customer service relations is to use chatbots on your website. A whopping 80% of businesses use chatbots in one form or another, and by the end of 2021, 85% of customer interactions will be handled without a human customer service agent.
Does your business need a chatbot? Read on to find out.
1. You Want Your Business to Be “Open” 24/7
If your company only operates during regular business hours, you could be missing out on a large customer base. Most people don’t have time to shop or interact with other companies during regular business hours because they’re busy doing work of their own.
If someone reaches out to you outside of regular business hours, it can be very frustrating to wait a full day to get a response. A chatbot can ensure that your business remains open at all hours of the day.
For example, if you own a restaurant, a chatbot can answer questions about business hours, menu items, and reservations.
2. You’re Trying to Scale Your Business
If you’re trying to scale your business, using a chatbot is one of the best ways to do so. Because chatbots are automated, they can help you handle more customer queries than ever before.
If your current customer service team consists entirely of human agents, each agent can only attend to a couple of customers at a time. However, if you employ chatbots in addition to human beings, then your business will be able to scale its operations without needing to worry about increasing the number of customer calls and chats.
3. You Want to Target Younger Customers
While older generations aren’t as comfortable with technology and chatbots, younger generations often prefer using chat channels to interact with others.
A recent survey found that 3 out of 4 millennials prefer to solve customer service issues on their own. Chatbots are a great solution for self-reliant individuals who don’t want to have to interact with a customer service agent to resolve their issues.
There are certain technological solutions your company can use to make your chatbots even more effective for younger generations, such as BANT. Click here to find out “What is BANT?”
4. You Want to Make it Easier for Customers to Find the Right Products and Services
While you may know your website inside and out, most of your customers likely have a basic familiarity with your website. Often, customers go to a website to find a product or service that fits their budget and requirements.
Chatbots come in handy when customers need help locating a specific product or service. They’re also helpful when customers have some idea of what they’re looking for but aren’t sure which product will best suit their needs.
Not only can chatbots give specific recommendations regarding purchase decisions, but they can also give recommendations based on previous queries.
Are You Ready to Use a Chatbot?
As you can see, chatbots can help businesses in a variety of ways. Even if you’re not technologically savvy, employing a chatbot system is easier than ever with the right solution.
Of course, there are other ways you can grow your business outside of chatbots. Browse our blog for more information about growing your business.